People love speaking to their gadgets rather moving their fingers to work on their personal devices. The world is moving towards Artificial Intelligence. Artificial Intelligence has been an integral part of major brands such as Facebook, Google, and Microsoft in the year 2015-16. The Chatbots are already old concept now in customer service industry. The most recent one being Google Allo which helps to answer simple questions for its users and also acts as a personal assistant in the pocket.
Most of the companies use Slack, Hipchat, Skype and, Microsoft Teams, for staying connected, being updated internally regarding projects and for sharing the documents. Chatbots play a major role for activities on such platforms. Message.io is one such company which has partnered with a technology giant Microsoft to provide accessibility to work across various platforms making it easy for the Chatbot creators to concentrate and work on their primary AI programs.
On a personal level, WeChat is the platform to keep an eye on, which is building social commerce using Chatbots where purchases can be done in the application itself. Social Media platforms have been a gateway for brands to reach to their respective web pages or blogs. But with Chatbots on social media, companies will be able to provide consumer information, answer technical questions and also make purchases using one Chatbot. Already most of us prefer social media over the telephonic conversation for consumer support, with Chatbots on social media, brands will be able to deliver efficiently as the bots will be preprogrammed with menus to provide a solution much swiftly.
Brands have to realize this quickly and make use of these Chatbots from Facebook and other platforms like WeChat, and Microsoft Teams to their advantage. These Bots are made to keep a check on devices and other activities of the users, to further provide him with desired content.
Though we are already witnessing a lot of companies like Facebook testing Chatbots, it is not yet perfect and needs a lot of improvement. Human presence still can’t be completely forgotten in customer care sector as the bots are still not capable of completely answering the technical things or the in-depth questions from the consumers. Also, the people may not accept it at the beginning like how people were not very happy with computer automated voice when they called customer care, but gradually adopted to it and today it is surprising if there is no computer automated voice before getting to the human help.
In the future, the consumers will engage with bots in three main ways effectively: content consumption, customer service, and transactional engagement. In which “transactional engagement” according to me will be most challenging, as there will be significant data protection and security involved. The brands have to strategize according to the customers wants and needs with Chatbots as not everyone will be adapting to it initially. The brand has to build that trust level and the faith factor in their digital and marketing strategy for people to use and be okay with the Chatbot interaction and to share their data. Nonetheless, the brands are going to implement Chatbots and the people are going to adapt to it gradually if not immediately.
Here is an infographic showing how chatbots work and how brands can implement them.